complaint·February 2, 2024

Wellness Director stated the shower is then put on the next shift to try to complete the shower. LPA interviewed the Medtech to ask how often showers are refused. Medtech stated there are around 2-3 refusals a week. Medtech stated a resident refused a shower on 11/27/23 (day of interview), they attempted to give the shower and it was refused again, and they were going to inform the Wellness Director. LPA asked if they inform the Medtech coming on the following shift that it was missed and Medtech said no, it’s the caregivers responsibility. LPA interviewed the resident who refused the shower and interviews revealed they didn’t in fact refuse, they just said they weren’t allowed to get their feet wet. LPA asked resident if they gave the caregivers a suggestion how to shower them without getting their feet wet and they said no, that’s the staff’s job to figure out. Resident stated this happens a lot and they don’t receive showers due to this. LPA interviewed Wellness Director who stated they are going to hold an in-service to address showers and better train staff on questions to ask and ways to overcome obstacles of missed showers. LPA observed staff to not have a clear system or way to know if residents missed their shower and could easily forget to tell the next shift. LPA reviewed October and November shower log for R1 which states “resident not available” on 10/24/23 and 10/27/23 and indicates a shower was not given to resident on 10/31/23. On 1/24/24 Wellness Director stated they implemented a new shower sheet that will be used to make up missed shower schedules. On 12/15/23 Interview with Administrator revealed they are only aware of one missed shower on 10/31/23 and offered to refund the missed shower but the family wanted more refunded. R1 implemented their own system where caregivers sign off when showers are due and then when they are given. LPA observed 9/19/23 say "unable to have shower because someone took all of my towels out of the bathroom". 10/17/23 says "no shower" and 10/31/23 "Unable to have shower, only 1 caretaker." On 2/2/24 interviews revealed the facility issued a refund for the three missed showers on the February 2024 bill. Based on the information obtained, the allegations Staff did not meet resident’s hygiene needs and Resident was charged for services not rendered are deemed Substantiated. Exit interview conducted, copy of report and appeal rights issued. Director stated if this reset doesn’t work they will send a technician to come and fix it. On 12/15/23 Administrator stated the cable company came on and fixed both boxes. LPA interviewed Maintenance Director on 2/2/24 that stated since the cable company came out the channels are working better but R1's TV is the problem and skips channels but they are not missing. LPA interviewed R1 who stated the TV gets fixed for a few days then goes back to not working. LPA reviewed the facility’s Admission Agreement which indicates cable services are provided. The Admission Agreement does not delineate the specific channels that will be included/ available in the cable package. Based on the information obtained, the allegation is deemed Unsubstantiated. Exit interview conducted, copy of report issued.